Leadership and Management for Service Industries

INTRODUCTION

The service sector provides different types of services, which require the ability to lead and manage the team. Various countries have an emphasis on this sector, the United States, Australia, and the United Kingdom.

The unit provides an understanding of leadership and management in the service sector. Effective leadership and management are essential to provide sustain profitability.

LO.1

P.1 Evaluate distinct classical management theories and relevance of these in a service industry

The classical management theories are because employees have physical and economic needs. The theory is based on the emphasis on structure, division of work, unity of command, initiatives, and chain (Dahlgaard-Park et.al., 2018)

Scientific management theory – Fredrick Winslow Taylor focusing on increasing the efficiency of the employees developed this theory. The theory is for improving the working methods of the organisation. It is limited to technical aspects of efficiency and not on human efficiency of the organisation. The service industry is required to increase the efficiency of an individual (Mahmood et.al., 2012). The employees can contribute to the growth of the sector. The scientific management theory is relevant for the service sector as it divides the work function in the management.

Bureaucratic management theory- Max Weber developed this theory focusing on governing the organisation. Employees are governed with two different angles, behavioral and structural. This theory is essential for the accurate keeping of records, a delegation of responsibility, and maintaining relationships of the employees within the organisation (Mahmood et.al., 2012). The service sector consists of various persons in a hierarchical structure. The theory provides each management of its own objective.

Administrative management theory- The theory is developed by Henry Fayol to organise the administrative structure of the organisation. The theory provides principles of management theory- work divison, authority, discipline in the workplace, unity of command and direction, remuneration, subordination, order, chain scalar, equity, stableness, and initiative (Mahmood et.al., 2012).

P.2 Describe the role of the leader and different leadership styles in a service industry

The leadership style affects the service sector as a leader delivers quality to the organisation. It involves the provision to provide service to the final customer.

Different types of leadership style

The Maslow Leadership theory-

This leadership theory is applied to improve the leadership and management of the organisation. Maslow hierarchy of needs helps to improve the leadership style. The hierarchy of needs has five human needs-

Self-actualisation- it is the realization of the leader about his own skill and talent. For long term development of the organisation, the leader improves his potential.

Esteem-  leaders with positive self-esteem delivers a positive result. To improve the organizational goal it is required to increase self-esteem by being patient, removing the negative, practicing self-compassion and accepting drawbacks (Soni and Soni, 2016)

Love- a leader is required to be lovable with the employees. The service sector provides services to employees with love and care. The lovable team can satisfy employees of the organization and they can deliver their love to the customers. Being friendly with the customer is the first of being an effective team.

Safety- safety in the workplace is important to increase the morale of the employees. A safety leader provides safety to the team exhibiting personal safety behaviour.

Physiological- the leader influences his employees to contribute to the organisation. They motivate them by reducing fear and anxiety. They manage uncertainty through their skill to provide support to the organization (Soni and Soni, 2016)

Herzberg Motivation theory

This theory is a two-step factor theory  by Frederick Irving Herzberg. This theory increases staff morale at the organisational level. This theory is categorized by two factors- hygiene factors and motivators (Alfayad, and Arif, 2017)

The hygiene factor consists of company policy, supervision, interpersonal relations, and salary and job security.

The motivators varies in different types which include achievement, recognition, responsible, and career development. The job satisfaction is associated with leaders being supportive to the employees. In this theory, it is considered that the employees can be motivated through job rotation, job enlargement, and job enrichment. The employees feel motivated when they feel secure in the organisation (Alfayad, and Arif, 2017)

P3. Analysis of the management and leadership styles in this service sector organisation

Sykes Holiday cottages are selected to review the management and leadership styles of the service sector organisation.

Maslow leadership style motivates employees to do their task efficiently (Soni and Soni, 2016).  Employees are motivated by five needs as discussed above. The leadership style has certain limitation for organising the organisation. This theory cannot give accurate information about the satisfaction of the employees and the accuracy of one level of the hierarchy. The theory does not study the cultural differences at the workplace that limits the organisational value. Various types of people come to the company to work together and sometimes conflict can occur due to their cultural differences.

M.1 Critique the management and leadership styles in this service sector organization in regard to organizational culture and structure

The workplace includes various types of people with different cultures and religious values. Culture is linked to other components of the service sector. Maslow's theory gives five needs to improve overall organisation structure of the proper leadership (Soni and Soni, 2016). Every individual from different cultural values has different needs. A good leader satisfies these needs that automatically improve the diversity of the organisation.

Manager and the leader differ from each other in many aspects (Lucia, 2018).

  • The leader leads the employees supporting them in their task while mangers manage the organisation (Hoon et.al., 2017).
  • A leader provides solutions whereas the manager directs the solutions to the organisation.
  • A leader motivates the team whereas the manager has authority to direct the team.
  • Leader evolves strategies whereas manager reacts to evolution.

D.1. Analysis of the organisation’s current management and leadership styles making links to theorists and giving evidence of organisational practice

The Sykes hotel consists of various members providing various leadership opportunities to develop the best practices. The organisation practice different styles like training, performance reviews, providing assignment and developing the team. Cooperation, learning, and friendly relationship with the customer is important in this sector (Dahlgaard-Park et.al., 2018). According to Real Business, 2020, the company has 11,000 properties across Ireland and the UK providing best services to the customers. The leader improves five needs to increase his value in front of the team members.

LO.2

P.4 Evaluate the internal and external factors that affect management style and structure in a selected service organisation

The internal environment influences management style and structure

The internal environment is determined by various factors-

  • Value of the organisation- every organisation has value to maintain in the organisational structure. Equality, proper team management, increasing morale and motivation can be a value of the organisation.
  • The objective of the organisation- every organisation has certain objectives, which need to be accomplished like increasing sales, motivating staff, generating revenue and others. The manager takes importance decision to achieve the goal.
  • Functioning of the management- the hierarchical structure is followed for the proper functioning of the management.

The internal environment is consist of members, stakeholder, owner, resources, employees, goodwill

  • Team members- they are the workers who contribute to the growth of the organisation.
  • Stakeholder- they have shares of the company and they are entitled to give their opinion to the top management. It is necessary to maintain a good relationship with the stakeholders of the company. Establishing good communication with them can help to maintain a healthy relationship.
  • Employees role employees - employees have a certain role and responsibility towards the goal of the organisation. Every employee performs a different role and a different task. Proper team management can increase overall job value.
  • Organisational resources- technology, raw materials, physical resources affect the management of the organisation. New technology boost confidence as they can adapt to change. Physical resources help to organise the hotel to eradicate any problem.
  • Organisational cultures- the organisational culture occurs after combining different cultures in the organisation. Positive culture shows a positive result and cordial relationship among team members.

The external factors, which affect the management styles are-

  • Social factors- the marketplace and population preference affect the internal organisation as the hotel has to make changes according to people's requirements.
  • Economic factors- the customers, the suppliers affect the economy of the organisation as leaders have to educate themselves to work as per the requirement of the customer.
  • Technology- technology helps to innovate the management and production design of the hotel. A manager can advertise the hotel by using technology to cover a wide area. He can attract tourists from across the globe by using social media platforms.

 

M.2 Evaluate the internal and external factors that affect the management style and structure of the service organisation identifying strength and weaknesses

The internal factors, which include leadership, communication, and learning, affect the management styles.

  • Leadership a leader helps the team to work efficiently. A good leader shows positive effect to the organisation whereas a bad leader can show a negative result.
  • Communication- communication increases a cordial relationship between workers. A leader and the employees build healthy conversation to achieve the organisational goal (Hoon et.al., 2017).
  • Learning- team members learn from their mistakes and opportunities. It gives the idea of operating the service.

The external factors which include political, economic and social effects the management style and structure.

  • Political- The political factor of the United Kingdom has a great influence on Sykes Hotel Cottages performance. All types of sector experience pressure from the political factors of the country. The hotel offers great service at a reasonable price to the tourists. The United Kingdom Government is proactive and politically stable providing great opportunities to the service industries and tourism industries.
  • Economic- The United Kingdom economy is positive and it allows all types of markets to be profitable. The service sector faces great competition globally as an increasing number of tourists (Page et.al., 2017).
  • Social-. Tourists from across the globe prefer high standard of living and explore services according to their need and requirement.

D.2. Critically evaluate how the management styles have been affected and evolved by internal and external factors in a selected service organisation

The management styles keep on evolving with time due to the changing nature of internal and external forces of the organisation. The Government policies have a direct impact on an organization's performance as they modify the service according to the government policies Page et.al., 2017). When customer\s needs changes, they focus on evolving their method to provide customer satisfaction.

Conclusion

Management and leadership in the service sector are important as it plays a crucial role by providing a healthy environment. When the communication between a leader and the employee is good, they will contribute to accomplishing the mission of the organisation. The leadership gives inspiration to the workers whereas manager controls and supervise the organisation. The leader and the manager are the major strength of the company through which they provide services to the customers. Moreover, the internal and external issues in the work environment culture can be alleviated with the evolution in the administrations.

Assignment-2

Introduction

Skye Holiday Cottages is selected to provide the current and future management skills in the service sector. The report will study management and leadership approach in context with the service sector. The Skye Holiday Cottages is a rental company of the United Kingdom and Ireland. The leadership team consists of Graham, Michael, Mike, James.

Service sector focuses on selling the services to their target customers. For example, the tourism sector needs to satisfy the tourists to increase their brand value to the customers. It involves a number of problems to successfully complete the job. Sykes Holiday supports the importance of teamwork and leadership.

Successful management and leadership increase consumer perception of the organisation. Marketing orientation and delegation marketing help to analyse the goal of the organisation and meet with the demand of the consumers. The service sector is competing globally and various people travel to various places to increase tourism. Hospitality provides shelter to these tourists satisfying their needs. When a tourist likes hospitality of a place, they promote the organisation to the other people. Service-related earnings increase the national income of the country. Service delivery and pricing strategies can be modified to affect the tourism sector. Fast delivery of services and proper communication can increase marketing of the service sector. The tourism sector is increasing and gaining its momentum throughout the globe as it is a growth-oriented company. The tourism sector has increased the value chain to operate the vast network providing different types of services to the tourists. It is flexible and expandable covering vast industries and sectors.

 

LO.3

P.5. Evaluate the current management and leadership ‘hard’ and ‘soft’ skills giving indication from the service sector

The service of the Skye Holiday Cottages includes economic activities to add value to their service. They offer customer services where cottages are given in rent across the UK and Ireland. The company can become a tech-enabled company by 2020 as it serves a wide range of customers.

Hard Skills

Hard skills are the technical knowledge and professional ability to manage the business. In the training phase, employers develop managers to solve problems and reduce risk. There are various types of hard skills providing evidence from the organization-

  • Team planning- planning motivates to achieve the goal of the organization. Planning is the process of managing risk associated with the organisation. The hospitality sector has high competition as the industry is increasing rapidly across the globe. Team planning and cooperation among team members increase the morale of the employees. It promotes mutual trust and respect among workers (Kitana, 2016).
  • Team dynamics- it affects the performance of the employees. The strong team produces positive effects whereas the weak team shows negative results. Interaction and communication boost confidence and increases the performance of the employees. It promotes diversity in the workplace.
  • Decision-making- right decision shows positive effect in a managerial function. Decision-making influences managerial performance. Every department has to make important decisions for the successful operation of the business (Kitana, 2016).
  • Problem solving strategies- good problem solving strategies empower the organization. It helps in analyzing the problem and establishing risk reduction strategies. The solutions are proposed, options are evaluated, the anticipated result is implemented.
  • Motivation- it improves the level of efficiency, increasing organizational goals, building good relationships, building stability of the workforce and increasing motivation of the staff. It increases productivity, increases efficiency, improves direction and increases human behaviour (Mamabolo, 2018).

 

 

Soft Skills

Soft skills are the skills of an individual from intelligence and experience. There are various types of soft skills providing evidence from the organization-

  • Communication skill- Communication skill increases value in the workplace. Communication is a process where information is sent and received among employees to increase mutual trust and respect (Kitana, 2016).
  • Positive attitude- A manager must have a positive attitude towards every kind of problem. The service sector is full of ups and downs, maintaining the organization is a complex job as it requires various types of tasks.
  • Trustworthiness- building trust and respect is essential to achieve the organisational goal. Team members must feel safe to share their views with each other. The hospitality business has various types of complex tasks that includes maintenance of the place, maintenance of the equipment, providing customer service, receiving feedback of the customers and satisfying the consumers. Employees must feel comfortable with each other by sharing their opinion and views.
  • Responsible- Team members must be responsible to handle every task on time. Lack of responsibility led to serious problems in the organisation. To ensure proper operation of the business, responsibilities are implemented. There are various types of responsibility, which include job-specific responsibilities, managerial role, safe environment, customer safety, professional obligation towards the organisation. Every person must be given certain responsibilities to prove their skill in the organisation. Responsibility gives a sense of power to the employees by encouraging them to do the assigned task (Kitana, 2016).
  • Creative thinking- team members should be creative in their approach. Creative thinking skills consist of analytical approach, open-minded, problem-solving, proper organisation, and communication. It is an approach of looking at something in a unique way. Creative thinking increases business performance and creates a new perspective in the workplace. Creativity provides flexibility in the workplace by increasing productivity and supporting the employees. It supports employees while taking risks by making different strategies. Creative thinking is a major component to understand the workplace value and maintaining the decorum in the workplace.

 

P.6. Describe the future management and leadership skills essential for the service sector and how these can be attain

Workplace ethics is evolving in today's world, which includes diversity, collaboration, finding new solutions, wisdom-based economy, leadership, result-only management.

Management and Leadership skills required by the service sector-

  • Tech Management skills- Technical skill is a knowledge to perform a task with certain specialization. Tech management skills require knowledge about computers, machines, programming and others. Tech skills are practical in nature as it includes big data analysis, coding, programming, testing, security, benchmarking, quality assurance, task management, and others.
  • Soft skills
  • Team management skills- managing the team is important to reduce any cause of conflict in the organisation (Kitana, 2016).
  • Transparency in the workplace- transparency builds better relationships, better alignment of roles, better engagement, and solutions among team members. Session and training can help to improve transparency in the workplace.
  • Result-oriented- every organisation deals with result-oriented sessions to improve value in the organisation.
  • Leadership skills- certain skills make a cordial relationship between a leader and the employees, which includes honesty, integrity, confidence, inspiration, innovation, creativity, empathy, and transparency. As a leader, it is important to understand the employee's desire and integration.

Managing the future

  • Interpersonal skills- interpersonal skills help to manage the organisation. Interpersonal skills can be developed through self-awareness, empathy, listening skills, speaking skills, managing emotions and improvement in behaviour.
  • Delegation- It means to transfer the managerial responsibility to the subordinate. In this way, subordinates can prove themselves in front of their superiors. Successful delegation can happen with a successful communication process. Personal requests, crisis situations, disciplinary actions and giving feedback.
  • Strategic thinking- strategic thinking occurs after analysing the situation. It involves anticipation of result, challenge, interpretation, decision, alignment, learning, thinking ability. It is a thinking ability to look in the future and making strategies for risk management (Mamabolo, 2018).
  • Problem solving- Team members must be able to solve problems in the workplace. Problem solving attitude can happen after identifying the key issues, understanding employees’ interests, possible solutions, evaluating the options, documentation of agreement and monitoring the overall process.

M.3. Asses the current and future management and leadership skills which are essential for the service sector

The management skills are required to motivate the employees to perform their task. It increases work productivity and employee satisfaction.

Future management and leadership skills that are crucial for the Skye Holiday Cottages-

  • Ability to think of innovative solutions
  • Ability to provide solutions to the chaos
  • Deep understanding of emerging technology

D.3. Critically examine how, in response to change, management and leadership skills in this sector have evolved

The service sector is increasing rapidly across the world, giving huge competition. Without a proper team, there can be no leadership. Service sector gives services rather than a product. Hospitality and Tourism industry is gaining its momentum to capture the world.

ROWE (Result-only work environment) Focus- it provides a perfect schedule for the employees to work in this environment. It helps them to maintain a personal and professional life balance. High morale increases job satisfaction among employees to perform their task effectively (Mamabolo, 2018).

LO.4

P.7 Estimate and contrast distinct organisations change management systems and leadership in executing change.

Change is unavoidable and every organisation needs to adopt change management systems for implementing the change. It is essential to create unity in the workplace. There are different types of change models to understand the aspect of change in the workplace environment. To develop change management, the first step is to provide urgency in the workplace. It is the initial phase of the change in the organisation. In the next process, the values are shared with each other. The change is a process, which is most desirable to see sustainable growth in the organisation.

The purpose of change management is to meet with highly competitive trends in the market. Sometimes employees of the organisation may not like the change, which can lead to a dispute in the organisation (Mamabolo, 2018). The employees of the organisation need to accept the change. Sessions and group discussion can help them to understand the importance of change.

M.4. Evaluate how change management influence management and leadership skills and styles

A leader is the key member of the organisation who feels when to adopt change in the organisation. The leader provides change management to make them understand the value of change in the organisation. Tourists from across the globe come to a place to enjoy and their preferences are changing with time. The tourism sector is increasing as people have developed an interest in travelling.

A leader can deal with change by analysing the change (Zhao et.al., 2019).

  • Dealing with a change- the first step is to deal with the change and accepting it as a vital part of improvement and success.
  • Creating a shared vision- Every organisation has the vision to achieve their goal. Every member of the organisation must share his or her vision to achieve the organisational goal. To accomplish the goal of the organisation, a shared vision is created in the workplace. Every work has a target that needs to be fulfilled on time.
  • Clarity- Organisational goal must be clear to make team members understood about the importance of the goal. The clarity of purpose, the clarity of plan and the clarity of responsibility must be clear. To establish clarity in the workplace, certain divisions can be established which include mission, strategy, objective, tasks, result, vigilant and iteration Zhao et.al., 2019).
  • Alignment- it is required to set goals with the alignment of the employees. Sharing leadership with a deserving candidate can help to align the goals of the organisation.

Managing change at the leadership level

  • Change for a specific goal-setting specific goal for the organisation needs a lot of research and survey. The first step to adapt change in a specific goal includes first analysing the current goal. The current goal of the organisation must contribute to the organisation. If it shows a negative result, it is important to change the current goal of the organisation. The second step is to identify the result to align with the organisation Zhao et.al., 2019).
  • Communicating objective- the objective of the organisation must be communicated to all the employees of the organisation. Communication will encourage them to give the desired results to the organisation. When time gets tough, communication helps to gain trust and build cordial relationships with the employees. It is the process of trusted relationships, which helps to organise the Sykes Holiday cottages.

The change management timeline can be included to understand the dynamics of the change-

  • Before the change
  • During the change
  • After the change

Leadership deals with various types of workers and make them understand the importance of a duty. Leadership requires development practices to develop the overall structure of the organisation.

 

Conclusion

 

From the above study, it can be concluded that Sykes Hotel Cottages has a high rivalry in the market as the service sector and tourism industry is growing rapidly. Sykes holiday cottages providing great service to the tourists gift the United Kingdom and Ireland. The organisation is expected to grow more as the company utilizes the latest technologies. The sector is influenced by rapid development. Change is irresistible and the organisation adopts various methods to cater to the change. The company can expect sustainable profit in coming years. Tourist attractions target the tourist by travel affordability, social availability, communication advancements, faster facilities, and growth in the global business. The sector is unaffected by economic slowdown as this sector is evolving with its time. The service sector contributes to the economy of the country and the hospitality and tourism sector is the largest contributor to the GDP of the country.

 

 

References

Mahmood, Z., Basharat, M. and Bashir, Z., 2012. Review of Classical Management Theories. International journal of social sciences & education2(1).

Dahlgaard-Park, S.M., Reyes, L. and Chen, C.K., 2018. The evolution and convergence of total quality management and management theories. Total Quality Management & Business Excellence29(9-10), pp.1108-1128.

Kitana, A., 2016. Overview of the managerial thoughts and theories from the history: classical management theory to modern management theory. Indian Journal of Management Science6(1), p.16.

Karim, N.H., Rahman, N.S.F.A. and Shah, S.F.S.S.J., 2018. Empirical evidence on failure factors of warehouse productivity in Malaysian logistic service sector. The Asian Journal of Shipping and Logistics34(2), pp.151-160.

Hoon, T.S., Nasaruddin, N.F.B.M. and Singh, P., 2017. Communication Skills among Different Classroom Management Styles Teachers. Asian Journal of University Education13(1), pp.67-78.

Mamabolo, M.A., 2018. Management and Leadership Development Needs: The Case of South Africa. In Business and Society (pp. 229-249). Springer, Cham.

Ko, C., Ma, J., Bartnik, R., Haney, M.H. and Kang, M., 2018. Ethical leadership: An integrative review and future research agenda. Ethics & Behavior28(2), pp.104-132.

Oliver, E.G., Cravens, K.S. and Stewart, J.S., 2018. Performance appraisal and workplace culture: A qualitative study investigating differences in job roles and outcomes. Management in Healthcare3(3), pp.268-278.

Zhao, E.Y., Thatcher, S.M. and Jehn, K.A., 2019. Instigating, engaging in, and managing group conflict: a review of the literature addressing the critical role of the leader in group conflict. Academy of Management Annals13(1), pp.112-147.

Kevill, A., Trehan, K. and Easterby-Smith, M., 2017. Perceiving ‘capability’within dynamic capabilities: The role of owner-manager self-efficacy. International Small Business Journal35(8), pp.883-902.

Lucia, F., 2018. Manager versus Leader. Why Are Both Roles Valuable?. Ovidius University Annals, Economic Sciences Series18(2), pp.428-431.

Fernandez, S., 2017. The impact of leadership styles on values and performance. Journal of Health Visiting5(1), pp.34-37.

Soni, B. and Soni, R., 2016, July. Enhancing Maslow's Hierarchy of Needs for effective leadership. In Competition Forum (Vol. 14, No. 2, p. 259). American Society for Competitiveness.

Alfayad, Z. and Arif, L.S.M., 2017. Employee voice and job satisfaction: An application of Herzberg two-factor theory. International Review of Management and Marketing7(1), pp.150-156.

Bauer, M.W. and Ege, J., 2016. Bureaucratic autonomy of international organizations’ secretariats. Journal of European Public Policy23(7), pp.1019-1037.

Page, S.J., Hartwell, H., Johns, N., Fyall, A., Ladkin, A. and Hemingway, A., 2017. Case study: Wellness, tourism and small business development in a UK coastal resort: Public engagement in practice. Tourism Management60, pp.466-477.

Real Business. (2020). The best medium-sized businesses to be found in the UK. [online] Available at: https://realbusiness.co.uk/best-medium-sized-businesses-uk/ [Accessed 5 Mar. 2020].

Sykescottages.co.uk. (2020). Holiday Cottages To Rent - UK Cottage Holidays | Sykes Cottages. [online] Available at: https://www.sykescottages.co.uk/ [Accessed 5 Mar. 2020].

 

The service sector provides different types of services, which require the ability to lead and manage the team. Various countries have an emphasis on this sector, the United States, Australia and the United Kingdom.

The unit provides an understanding of leadership and management in the service sector. Effective leadership and management are essential to provide sustain profitability.

LO.1

P.1 Evaluate distinct classical management theories and relevance these in a service industry

The classical management theories are because employees have physical and economic needs. The theory is based on the emphasis on structure, division of work, unity of command, initiatives, and chain (Dahlgaard-Park et.al., 2018)

Scientific management theory – Fredrick Winslow Taylor focusing on increasing the efficiency of the employees developed this theory. The theory is for improving the working methods of the organisation. It is limited to technical aspects of efficiency and not on human efficiency of the organisation. The service industry is required to increase the efficiency of an individual (Mahmood et.al., 2012). The employees can contribute to the growth of the sector. The scientific management theory is relevant for the service sector as it divides the work function in the management.

Bureaucratic management theory- Max Weber developed this theory focusing on governing the organisation. Employees are governed with two different angles, behavioral and structural. This theory is essential for the accurate keeping of records, a delegation of responsibility, and maintaining relationships of the employees within the organisation (Mahmood et.al., 2012). The service sector consists of various persons in a hierarchical structure. The theory provides each management of its own objective.

Administrative management theory- The theory is developed by Henry Fayol to organise the administrative structure of the organisation. The theory provides principles of management theory- work divison, authority, discipline in the workplace, unity of command and direction, remuneration, subordination, order, chain scalar, equity, stableness, and initiative (Mahmood et.al., 2012).

P.2 Describe the role of the leader and different leadership styles in a service industry

The leadership style affects the service sector as a leader delivers quality to the organisation. It involves the provision to provide service to the final customer.

Different types of leadership style

The Maslow Leadership theory-

This leadership theory is applied to improve the leadership and management of the organisation. Maslow hierarchy of needs helps to improve the leadership style. The hierarchy of needs has five human needs-

Self-actualisation- it is the realization of the leader about his own skill and talent. For long term development of the organisation, the leader improves his potential.

Esteem-  leaders with positive self-esteem delivers a positive result. To improve the organizational goal it is required to increase self-esteem by being patient, removing the negative, practicing self-compassion and accepting drawbacks (Soni and Soni, 2016)

Love- a leader is required to be lovable with the employees. The service sector provides services to employees with love and care. The lovable team can satisfy employees of the organization and they can deliver their love to the customers. Being friendly with the customer is the first of being an effective team.

Safety- safety in the workplace is important to increase the morale of the employees. A safety leader provides safety to the team exhibiting personal safety behaviour.

Physiological- the leader influences his employees to contribute to the organisation. They motivate them by reducing fear and anxiety. They manage uncertainty through their skill to provide support to the organization (Soni and Soni, 2016)

Herzberg Motivation theory

This theory is a two-step factor theory  by Frederick Irving Herzberg. This theory increases staff morale at the organisational level. This theory is categorized by two factors- hygiene factors and motivators (Alfayad, and Arif, 2017)

The hygiene factor consists of company policy, supervision, interpersonal relations, and salary and job security.

The motivators varies in different types which include achievement, recognition, responsible, and career development. The job satisfaction is associated with leaders being supportive to the employees. In this theory, it is considered that the employees can be motivated through job rotation, job enlargement, and job enrichment. The employees feel motivated when they feel secure in the organisation (Alfayad, and Arif, 2017)

P3. Analysis of the management and leadership styles in this service sector organisation

Sykes Holiday cottages are selected to review the management and leadership styles of the service sector organisation.

Maslow leadership style motivates employees to do their task efficiently (Soni and Soni, 2016).  Employees are motivated by five needs as discussed above. The leadership style has certain limitation for organising the organisation. This theory cannot give accurate information about the satisfaction of the employees and the accuracy of one level of the hierarchy. The theory does not study the cultural differences at the workplace that limits the organisational value. Various types of people come to the company to work together and sometimes conflict can occur due to their cultural differences.

M.1 Critique the management and leadership styles in this service sector organisation in regard to organisational culture and structure

The workplace includes various types of people with different culture and religious value. Culture is linked to other components of the service sector. Maslow theory gives five needs to improve overall organisation structure of the proper leadership (Soni and Soni, 2016). Every individual from different cultural values has different needs. A good leader satisfies these needs that automatically improve the diversity of the organisation.

Manager and the leader differ from each other in many aspects (Lucia, 2018).

  • The leader leads the employees supporting them in their task while mangers manage the organisation (Hoon et.al., 2017).
  • A leader provides solutions whereas the manager directs the solutions to the organisation.
  • A leader motivates the team whereas the manager has authority to direct the team.
  • Leader evolves strategies whereas manager reacts to evolution.

D.1. Analysis of the organisation’s current management and leadership styles making links to theorists and giving evidence of organisational practice

The Sykes hotel consists of various members providing various leadership opportunities to develop the best practices. The organisation practice different styles like training, performance reviews, providing assignment and developing the team. Cooperation, learning, and friendly relationship with the customer is important in this sector (Dahlgaard-Park et.al., 2018). According to Real Business, 2020, the company has 11,000 properties across Ireland and the UK providing best services to the customers. The leader improves five needs to increase his value in front of the team members.

LO.2

P.4 Evaluate the internal and external factors that affect management style and structure in a selected service organisation

The internal environment influences management style and structure

The internal environment is determined by various factors-

  • Value of the organisation- every organisation has value to maintain in the organisational structure. Equality, proper team management, increasing morale and motivation can be a value of the organisation.
  • The objective of the organisation- every organisation has certain objectives, which need to be accomplished like increasing sales, motivating staff, generating revenue and others. The manager takes importance decision to achieve the goal.
  • Functioning of the management- the hierarchical structure is followed for the proper functioning of the management.

The internal environment is consist of members, stakeholder, owner, resources, employees, goodwill

  • Team members- they are the workers who contribute to the growth of the organisation.
  • Stakeholder- they have shares of the company and they are entitled to give their opinion to the top management. It is necessary to maintain a good relationship with the stakeholders of the company. Establishing good communication with them can help to maintain a healthy relationship.
  • Employees role employees - employees have a certain role and responsibility towards the goal of the organisation. Every employee performs a different role and a different task. Proper team management can increase overall job value.
  • Organisational resources- technology, raw materials, physical resources affect the management of the organisation. New technology boost confidence as they can adapt to change. Physical resources help to organise the hotel to eradicate any problem.
  • Organisational cultures- the organisational culture occurs after combining different cultures in the organisation. Positive culture shows a positive result and cordial relationship among team members.

The external factors, which affect the management styles are-

  • Social factors- the marketplace and population preference affect the internal organisation as the hotel has to make changes according to people's requirements.
  • Economic factors- the customers, the suppliers affect the economy of the organisation as leaders have to educate themselves to work as per the requirement of the customer.
  • Technology- technology helps to innovate the management and production design of the hotel. A manager can advertise the hotel by using technology to cover a wide area. He can attract tourists from across the globe by using social media platforms.

 

M.2 Evaluate the internal and external factors that affect the management style and structure of the service organisation identifying strength and weaknesses

The internal factors, which include leadership, communication, and learning, affect the management styles.

  • Leadership a leader helps the team to work efficiently. A good leader shows positive effect to the organisation whereas a bad leader can show a negative result.
  • Communication- communication increases a cordial relationship between workers. A leader and the employees build healthy conversation to achieve the organisational goal (Hoon et.al., 2017).
  • Learning- team members learn from their mistakes and opportunities. It gives the idea of operating the service.

The external factors which include political, economic and social effects the management style and structure.

  • Political- The political factor of the United Kingdom has a great influence on Sykes Hotel Cottages performance. All types of sector experience pressure from the political factors of the country. The hotel offers great service at a reasonable price to the tourists. The United Kingdom Government is proactive and politically stable providing great opportunities to the service industries and tourism industries.
  • Economic- The United Kingdom economy is positive and it allows all types of markets to be profitable. The service sector faces great competition globally as an increasing number of tourists (Page et.al., 2017).
  • Social-. Tourists from across the globe prefer high standard of living and explore services according to their need and requirement.

D.2. Critically evaluate how the management styles have been affected and evolved by internal and external factors in a selected service organisation

The management styles keep on evolving with time due to the changing nature of internal and external forces of the organisation. The Government policies have a direct impact on an organization's performance as they modify the service according to the government policies Page et.al., 2017). When customer\s needs changes, they focus on evolving their method to provide customer satisfaction.

Conclusion

Management and leadership in the service sector are important as it plays a crucial role by providing a healthy environment. When the communication between a leader and the employee is good, they will contribute to accomplishing the mission of the organisation. The leadership gives inspiration to the workers whereas manager controls and supervise the organisation. The leader and the manager are the major strength of the company through which they provide services to the customers. Moreover, the internal and external issues in the work environment culture can be alleviated with the evolution in the administrations.

 

 

 

Assignment-2

Introduction

Skye Holiday Cottages is selected to provide the current and future management skills in the service sector. The report will study management and leadership approach in context with the service sector. The Skye Holiday Cottages is a rental company of the United Kingdom and Ireland. The leadership team consists of Graham, Michael, Mike, James.

Service sector focuses on selling the services to their target customers. For example, the tourism sector needs to satisfy the tourists to increase their brand value to the customers. It involves a number of problems to successfully complete the job. Sykes Holiday supports the importance of teamwork and leadership.

Successful management and leadership increase consumer perception of the organisation. Marketing orientation and delegation marketing help to analyse the goal of the organisation and meet with the demand of the consumers. The service sector is competing globally and various people travel to various places to increase tourism. Hospitality provides shelter to these tourists satisfying their needs. When a tourist likes hospitality of a place, they promote the organisation to the other people. Service-related earnings increase the national income of the country. Service delivery and pricing strategies can be modified to affect the tourism sector. Fast delivery of services and proper communication can increase marketing of the service sector. The tourism sector is increasing and gaining its momentum throughout the globe as it is a growth-oriented company. The tourism sector has increased the value chain to operate the vast network providing different types of services to the tourists. It is flexible and expandable covering vast industries and sectors.

 

LO.3

P.5. Evaluate the current management and leadership ‘hard’ and ‘soft’ skills giving indication from the service sector

The service of the Skye Holiday Cottages includes economic activities to add value to their service. They offer customer services where cottages are given in rent across the UK and Ireland. The company can become a tech-enabled company by 2020 as it serves a wide range of customers.

Hard Skills

Hard skills are the technical knowledge and professional ability to manage the business. In the training phase, employers develop managers to solve problems and reduce risk. There are various types of hard skills providing evidence from the organization-

  • Team planning- planning motivates to achieve the goal of the organization. Planning is the process of managing risk associated with the organisation. The hospitality sector has high competition as the industry is increasing rapidly across the globe. Team planning and cooperation among team members increase the morale of the employees. It promotes mutual trust and respect among workers (Kitana, 2016).
  • Team dynamics- it affects the performance of the employees. The strong team produces positive effects whereas the weak team shows negative results. Interaction and communication boost confidence and increases the performance of the employees. It promotes diversity in the workplace.
  • Decision-making- right decision shows positive effect in a managerial function. Decision-making influences managerial performance. Every department has to make important decisions for the successful operation of the business (Kitana, 2016).
  • Problem solving strategies- good problem solving strategies empower the organization. It helps in analyzing the problem and establishing risk reduction strategies. The solutions are proposed, options are evaluated, the anticipated result is implemented.
  • Motivation- it improves the level of efficiency, increasing organizational goals, building good relationships, building stability of the workforce and increasing motivation of the staff. It increases productivity, increases efficiency, improves direction and increases human behaviour (Mamabolo, 2018).

 

 

Soft Skills

Soft skills are the skills of an individual from intelligence and experience. There are various types of soft skills providing evidence from the organization-

  • Communication skill- Communication skill increases value in the workplace. Communication is a process where information is sent and received among employees to increase mutual trust and respect (Kitana, 2016).
  • Positive attitude- A manager must have a positive attitude towards every kind of problem. The service sector is full of ups and downs, maintaining the organization is a complex job as it requires various types of tasks.
  • Trustworthiness- building trust and respect is essential to achieve the organisational goal. Team members must feel safe to share their views with each other. The hospitality business has various types of complex tasks that includes maintenance of the place, maintenance of the equipment, providing customer service, receiving feedback of the customers and satisfying the consumers. Employees must feel comfortable with each other by sharing their opinion and views.
  • Responsible- Team members must be responsible to handle every task on time. Lack of responsibility led to serious problems in the organisation. To ensure proper operation of the business, responsibilities are implemented. There are various types of responsibility, which include job-specific responsibilities, managerial role, safe environment, customer safety, professional obligation towards the organisation. Every person must be given certain responsibilities to prove their skill in the organisation. Responsibility gives a sense of power to the employees by encouraging them to do the assigned task (Kitana, 2016).
  • Creative thinking- team members should be creative in their approach. Creative thinking skills consist of analytical approach, open-minded, problem-solving, proper organisation, and communication. It is an approach of looking at something in a unique way. Creative thinking increases business performance and creates a new perspective in the workplace. Creativity provides flexibility in the workplace by increasing productivity and supporting the employees. It supports employees while taking risks by making different strategies. Creative thinking is a major component to understand the workplace value and maintaining the decorum in the workplace.

 

P.6. Describe the future management and leadership skills essential for the service sector and how these can be attain

Workplace ethics is evolving in today's world, which includes diversity, collaboration, finding new solutions, wisdom-based economy, leadership, result-only management.

Management and Leadership skills required by the service sector-

  • Tech Management skills- Technical skill is a knowledge to perform a task with certain specialization. Tech management skills require knowledge about computers, machines, programming and others. Tech skills are practical in nature as it includes big data analysis, coding, programming, testing, security, benchmarking, quality assurance, task management, and others.
  • Soft skills
  • Team management skills- managing the team is important to reduce any cause of conflict in the organisation (Kitana, 2016).
  • Transparency in the workplace- transparency builds better relationships, better alignment of roles, better engagement, and solutions among team members. Session and training can help to improve transparency in the workplace.
  • Result-oriented- every organisation deals with result-oriented sessions to improve value in the organisation.
  • Leadership skills- certain skills make a cordial relationship between a leader and the employees, which includes honesty, integrity, confidence, inspiration, innovation, creativity, empathy, and transparency. As a leader, it is important to understand the employee's desire and integration.

Managing the future

  • Interpersonal skills- interpersonal skills help to manage the organisation. Interpersonal skills can be developed through self-awareness, empathy, listening skills, speaking skills, managing emotions and improvement in behaviour.
  • Delegation- It means to transfer the managerial responsibility to the subordinate. In this way, subordinates can prove themselves in front of their superiors. Successful delegation can happen with a successful communication process. Personal requests, crisis situations, disciplinary actions and giving feedback.
  • Strategic thinking- strategic thinking occurs after analysing the situation. It involves anticipation of result, challenge, interpretation, decision, alignment, learning, thinking ability. It is a thinking ability to look in the future and making strategies for risk management (Mamabolo, 2018).
  • Problem solving- Team members must be able to solve problems in the workplace. Problem solving attitude can happen after identifying the key issues, understanding employees’ interests, possible solutions, evaluating the options, documentation of agreement and monitoring the overall process.

M.3. Asses the current and future management and leadership skills which are essential for the service sector

The management skills are required to motivate the employees to perform their task. It increases work productivity and employee satisfaction.

Future management and leadership skills that are crucial for the Skye Holiday Cottages-

  • Ability to think of innovative solutions
  • Ability to provide solutions to the chaos
  • Deep understanding of emerging technology

D.3. Critically examine how, in response to change, management and leadership skills in this sector have evolved

The service sector is increasing rapidly across the world, giving huge competition. Without a proper team, there can be no leadership. Service sector gives services rather than a product. Hospitality and Tourism industry is gaining its momentum to capture the world.

ROWE (Result-only work environment) Focus- it provides a perfect schedule for the employees to work in this environment. It helps them to maintain a personal and professional life balance. High morale increases job satisfaction among employees to perform their tasks effectively (Mamabolo, 2018).

LO.4

P.7 Estimate and contrast distinct organizations' change management systems and leadership in executing change.

Change is unavoidable and every organization needs to adopt change management systems for implementing the change. It is essential to create unity in the workplace. There are different types of change models to understand the aspect of change in the workplace environment. To develop change management, the first step is to provide urgency in the workplace. It is the initial phase of the change in the organization. In the next process, the values are shared with each other. The change is a process, which is most desirable to see sustainable growth in the organisation.

The purpose of change management is to meet with highly competitive trends in the market. Sometimes employees of the organisation may not like the change, which can lead to a dispute in the organisation (Mamabolo, 2018). The employees of the organisation need to accept the change. Sessions and group discussion can help them to understand the importance of change.

M.4. Evaluate how change management influence management and leadership skills and styles

A leader is the key member of the organisation who feels when to adopt change in the organisation. The leader provides change management to make them understand the value of change in the organisation. Tourists from across the globe come to a place to enjoy and their preferences are changing with time. The tourism sector is increasing as people have developed an interest in travelling.

A leader can deal with change by analysing the change (Zhao et.al., 2019).

  • Dealing with a change- the first step is to deal with the change and accepting it as a vital part of improvement and success.
  • Creating a shared vision- Every organisation has the vision to achieve their goal. Every member of the organisation must share his or her vision to achieve the organisational goal. To accomplish the goal of the organisation, a shared vision is created in the workplace. Every work has a target that needs to be fulfilled on time.
  • Clarity- Organisational goal must be clear to make team members understood about the importance of the goal. The clarity of purpose, the clarity of plan and the clarity of responsibility must be clear. To establish clarity in the workplace, certain divisions can be established which include mission, strategy, objective, tasks, result, vigilant and iteration Zhao et.al., 2019).
  • Alignment- it is required to set goals with the alignment of the employees. Sharing leadership with a deserving candidate can help to align the goals of the organisation.

Managing change at the leadership level

  • Change for a specific goal-setting specific goal for the organisation needs a lot of research and survey. The first step to adapt change in a specific goal includes first analysing the current goal. The current goal of the organisation must contribute to the organisation. If it shows a negative result, it is important to change the current goal of the organisation. The second step is to identify the result to align with the organisation Zhao et.al., 2019).
  • Communicating objective- the objective of the organisation must be communicated to all the employees of the organisation. Communication will encourage them to give the desired results to the organisation. When time gets tough, communication helps to gain trust and build cordial relationships with the employees. It is the process of trusted relationships, which helps to organise the Sykes Holiday cottages.

The change management timeline can be included to understand the dynamics of the change-

  • Before the change
  • During the change
  • After the change

Leadership deals with various types of workers and make them understand the importance of a duty. Leadership requires development practices to develop the overall structure of the organisation.

 

Conclusion

 

From the above study, it can be concluded that Sykes Hotel Cottages has a high rivalry in the market as the service sector and tourism industry are growing rapidly. Sykes holiday cottages providing great service to the tourists gift the United Kingdom and Ireland. The organization is expected to grow more as the company utilizes the latest technologies. The sector is influenced by rapid development. Change is irresistible and the organization adopts various methods to cater to the change. The company can expect sustainable profit in the coming years. Tourist attractions target the tourist by travel affordability, social availability, communication advancements, faster facilities, and growth in the global business. The sector is unaffected by economic slowdown as this sector is evolving with its time. The service sector contributes to the economy of the country and the hospitality and tourism sector is the largest contributor to the GDP of the country.

 

 

References

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